Systems Support Engineer

Job Description

Job Description

As THE leader in transit technology, Clever Devices, (Hitachi Rail CD U.S. Ltd.) vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world. We are continuing to grow, and are looking for a Systems Support Engineer I to join our team.

The System Support Engineer (SSE) manages and oversees daily Support operations for a Clever Device’s customer. The primary function of the position is to oversee the lifecycle, and ultimate resolution, of technical issues reported by the customer. The SSE requires technical proficiency and strong communication skills as they often act as the primary point of contact for reported issues. The SSE shall demonstrate advanced skills in triaging issues, providing customer service, troubleshooting, and problem solving. The SSE needs to effectively maintain a cooperative working relationship with the Clever Devices Development team, fellow SSEs, other Clever Devices employees, and most importantly, our customers.

Primary Responsibilities:

• Create strong relationships with customer contacts.
• Have constant dialogue with customers to understand their business, needs, and to look for any issues.
• When issues are reported or discovered, perform system troubleshooting, issue identification, resolution coordination, and keep the customer and internal teams updated with the current status.
• Work as a key member of the customer account team to provide a unified front helping the customer support their Clever Devices’ Products. This means knowledge and information is constantly shared between the team.
• Use the JIRA ticketing system to open issues, track progress and investigate potential issues. Be efficient with internal resources by investigating existing tickets prior to opening duplicates.
• Troubleshoot issues with Clever Devices’ products.
• Use logfiles and other inputs to proactively look for trends in fleet data. Also review reported issues for potentially larger issues.
• Escalate issues to upper management when required to bring a larger audience to the problem.
• Become a subject matter expert regarding our customer specific installations.
• Escalate issues via JIRA tickets to get resources from Engineering when required.
• Work with Engineering to provide supporting information and log files when an escalated ticket is being worked by Engineering.
• Be familiar with user functions related to all Clever products at the customer’s location.
• Support the underlying servers that support Clever Devices’ applications.
• Understand the onboard bus equipment. Ability to troubleshoot issues with the systems on board including IVN, TSP, APC, Farebox, IP Routers
• Have a basic understanding of the general structure and components of a transit Vehicle. Electrical, J1939, J1708, Ethernet, Multiplexors.
• Understand how to make simple queries using SQL Server Management Studio
• Be familiar with string queries and log file analysis techniques.
• Travel to customer sites as needed.

Required Skills:

• 5+ years of experience in a technical support or engineering environment which involves hardware, software, data, and communications technologies troubleshooting
• Minimum of bachelor’s level degree in Computer Science, Engineering, or equivalent
• Proven track record of creating comprehensive solutions and establishing priorities that provide the best-balanced solution.
• Good communication skills including oral, written, and customer approach
• Familiar with SQL Management Studio and SQL Databases.
• Familiar with Server Hardware and Microsoft Server Operating Systems.
• Familiar with TCP/IP and network configuration.
• Basic understanding of Electronics and reading schematics.
• Must be able to travel locally, nationally, and internationally as required.
• Must be familiar with Excel, Word, Visio, PPT, Teams, and Outlook.
• Must possess a Valid Driver’s license and be able to commute daily to an office.

Preferred Skills:

• Experience with Jira and Confluence software.
• Familiar with Splunk and data mining using Splunk.
• Understanding of Hardware and systems used onboard transit buses.
• Understanding of mechanical systems on vehicles as well as Electrical and J1939/J1708.
• Coding background. C#, C++, Python.
• Familiar with PowerShell scripts.
• Familiar with using Grep and string queries.
• Understanding of Security fundamentals; Firewalls, AV software, and ACLs.
• Familiar with installing and supporting Java, Apache Tomcat, MSSQL.
• Familiar with HTML, JSON, XML formats.

Clever Devices, (Hitachi Rail CD U.S. Ltd.) is an Affirmative Action/Equal Opportunity Employer

The compensation range posted for this position represents the anticipated minimum and maximum compensation for this position based upon a good faith and reasonable estimate. The exact compensation offered will depend on several factors such as the candidate’s experience, skills, training, education and/or physical location; internal equity; and, budget.

In addition, Clever Devices, (Hitachi Rail CD U.S. Ltd.) offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and time off, and many others, depending on the level and position offered. Many of these benefits are subsidized or fully paid for by the company.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.